Senior Customer Success Manager

October 26

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Coconut Software

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Description

• Our Customer Success Managers work closely with some of our largest and most strategic customers at Coconut Software. • This role is for you if you are someone that: • Deeply likes to understand how things work. • Consultative mindset with a love for data. • Takes ownership in complex situations. • Cultivates relationships. • Core metrics of this role include retention, customer satisfaction, product adoption, and supporting expansion. • **Note: This role does require English/French bilingual skills. • Oversee large and complex customer accounts. • Deepen relationships with our key contacts while identifying other key stakeholders at our customer’s organization. • Collaborate closely with the Enterprise Pod consisting of Account Executives, Account Managers, Solution Engineers, and Implementation Managers to deliver ROI to customers. • Work closely with the Enterprise Sales team to identify and maximize new opportunities across the named Enterprise accounts. • Leverage both qualitative and quantitative data points to provide recommendations to your customer to help them get the most out of Coconut. • Create meaningful and personal moments for our customers.

Requirements

• Proficient English/French communication skills • 5+ years of B2B customer-facing SaaS experience working with customer organizations that have over 50,000 employees • Experience navigating complex companies with different business units and buying needs • Thrive on understanding our customers inside and out - you are equally comfortable working with an individual contributor as you are with executives at our customers’ companies • Love helping others succeed, both our customers and your colleagues • Exceptional communication skills whether over email, phone call, video call, or in-person • Creative thinker and problem solver who loves to tell stories • An entrepreneurial spirit. The CSM, alongside the overall pod, partners closely with both prospects and customers and deep dives into their workflows and needs • You are as comfortable using data to make informed decisions as you are reading between the lines of a customer conversation when forecasting health • Thrive in ambiguous environment with little or changing processes • Comfortable using SFDC, Excel, Catalyst.io, Asana, and Jira • Bonus points for experience working at/with financial institutions or fintech

Benefits

• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate! • Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1! • Virtual mental health and EAP platform • WealthSimple GRSP & Matching • Annual Wellness Benefit ($1000 per year) • Opportunity to work remote - anywhere in Canada! • Employee Options - everyone shares in our success! • Internet Subsidy on each paycheck • Tiki Bucks Incentive Program - everyone is entitled to earn bonuses! • A People First Company - 4.6 rating on Glassdoor • Recently named #4 on the Top 10 Best Workplaces in Canada